NOC Analyst 1st Line Network Operations Center

Purpose of position

Provide a friendly support environment to customers.
Proactively monitor to identify issues, respond to network and hardware alerts reported by monitoring systems, customers, or internal staff. Maintain and update tickets in Ticketing System, dispatch field service engineer as needed, prompt escalation to 2nd line when required.

Main Tasks (key accountabilities, deliveries)

Be first responder to tickets and calls within agreed SLA time
Detect and respond to major incidents, including invoking the major incident process and maintaining regular communication with relevant stakeholders, including working with IT
Answer calls from passengers and customers in a professional manner and create corresponding tickets to record work carried out.
A first line technician should also be informed during the service transition.
Perform the first technical troubleshooting according to a set of pre- defined and agreed standards based on the service having issues.
Maintain the knowledge base for customer specific solutions.
A first line technician should be consulted when new trouble- shooting instructions are made, in the implementations and monitoring of the service delivery plan, to ensure these are reasonable and practical. They should escalate when an issue for a new service or customer that they do not know how to troubleshoot due to lack of knowledge arises.
Operations to identify impacted customers.
Perform pro- active monitoring based on standard agreed parameters and tools
Route tickets to responsible internal parties (2nd line) when issues can’t be resolved by 1st line.

Yêu cầu công việc

Functional competences:

Fluent in writing and speaking English.

Qualifications and experiences:

Good technical aptitude to help with describing faults to technical experts
Basic Linux 2nd line troubleshooting support skills is a plus
Highly organized self- starter with the ability to prioritize workload to deliver high quality results to demanding timelines
Intermediate to Advanced data analysis skills utilizing MS Excel
Strong team player with good work ethics, excellent interpersonal and communication skills
At least one year’s experience working in a Support Desk/1st line role
Experience of working in a networking and support environment in a customer facing role
Networking troubleshooting, including Wi- Fi

Tại sao bạn sẽ yêu thích làm việc tại đây

Team building organisation
A friendly work environment with international working standards
Experience in working with a French company with many interesting international projects
BONUS + Salary annual review

Cập nhật gần nhất lúc: 2025-10-08 04:35:02